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Improve customer experience? Read here why you might want to

Written on: 27 August 2023
SpangenbergGroup.co.uk. Outsource customer service | Optimise customer service | Improve customer contact

Improve customer experience?

What is customer experience: In short, customer experience stands for the feelings a customer has while being a customer. Bit fuzzy and short on detail but you can read a definition of customer experience in our previous blog. Now that you know what customer experience is, you can imagine that improving it is quite important. In fact, improving the customer experience provides quite a few benefits. We describe some of those benefits in this blog. We also take a brief look at how you can improve your customer experience.

Why improve the customer experience?

The moment customer experience improvement comes on the agenda, the reason has probably already been carefully considered. It may be due to internal developments or simply because it is realised that it is not optimal and competitive advantage can be gained from improving it. Improving the customer experience has some great benefits and delivers quite a bit in a number of areas. The most important in a nutshell:

1. With customer experience improvement, Customer Satisfaction increases

The logical consequence of working in a more customer-oriented way is that customers are more satisfied. Improving customer experience automatically means working in a more customer-oriented way. Higher customer satisfaction leads to more loyal customers and to customers buying more.

2. Better customer experience = Less waste, more value

Where customer experience stands for being tailored to the customer's wants and needs, you will increasingly align business processes with customer needs. That means customers will have to contact you much less often about things that go wrong in their eyes (waste) and much more about things that are valuable (value). We have done studies that showed that 56% of customer service contact moments are waste. With clients, we were then able to drastically reduce that, generating huge savings.

3. Higher employee satisfaction as a result of improved customer experience

Improving customer experience directly results in increased employee satisfaction. Fewer complaining customers and processes that are better tailored to the customer simply make work more enjoyable. Especially natural if you make customer experience improvement not a project but an ongoing and standard way of working. Then employees can think along and provide input on bottlenecks that should be solved to improve the customer experience.

4. Long-term distinctiveness

Product features, price, location and some other traditional marketing Ps are easy to copy these days. What is harder to copy are customer-tailored business processes and an optimal customer experience. Yet the way customers experience being a customer does determine loyalty. You are often a long-term customer somewhere because you get good service, not because they are the cheapest. Right?

5. A lot more depending on the situation.

We have listed the 4 most obvious returns for you. Improving lace perception yields many more. However, that depends entirely on the situation. Wondering what customer experience improvement can do for your organisation? Get in touch with us!

Who are we?

We are SpangenbergGroup! And we can help you make your customer service a good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We unburden you in the area we are good at (customer service) so you can concentrate worry-free on what you're good at. Sound good? Get in touch. 

With over 25 years of experience in optimising customer contact and customer experience SpangenbergGroup can help you. The optimise customer service or outsource? Use the form or see our contact page.

Also with other questions about customer contact and customer service you can always contact with us!

Just worry-free very good customer service?

Get in touch, we'd love to check it out with you!

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